Customer Experience Lead - Remote Opportunity at Plasma

About the Role

We're hiring a Customer Experience Lead to join our team at Plasma, a pioneering blockchain company focused on stablecoin payments. This Customer Experience Lead remote position is an exceptional opportunity for someone passionate about redefining customer operations in the fintech and crypto space.

What You'll Do

• Design, own, and operate Plasma’s customer operations system from first principles, ensuring clear ownership across first response, compliance, and product/engineering workflows.
• Triaging issues with clarity and speed, effectively routing them across first responders, compliance, and engineering teams when necessary.
• Build and manage day-to-day customer operations using tools like Intercom (including AI agents) and Sumsub, ensuring a high-quality, compliant user experience.
• Develop a deep understanding of our products and regulatory environment to confidently support users in a fintech and crypto-native context.
• Collaborate closely with Product and Engineering teams to identify bugs, recurring issues, and opportunities for systemic improvement.
• Continuously enhance processes, documentation, and automation, owning the evolution of the operations system as Plasma scales.

Requirements

• Prior experience in customer operations, support, or ops roles within fintech, crypto, or regulated financial products.
• Strong communication skills, capable of handling high communication volume with clarity, structure, and empathy.
• Highly organized, calm under pressure, and excellent at triage, knowing what requires immediate action and what needs deeper follow-up.
• Improvement-minded and proactive, with the ability to spot patterns and problems and take ownership to fix underlying systems.
• Comfortable working cross-functionally with Compliance, Product Engineering, and Operations teams, understanding the flow of bugs, incidents, and regulatory constraints.

Nice to Have

• Hands-on experience designing or scaling customer ops systems from scratch.
• Familiarity with KYC/KYB, compliance tooling, or working closely with compliance teams.
• Experience working remotely in a fast-moving, early-stage environment.

What We Offer

• Above-market salary plus token compensation.
• Premium health insurance for you and your family fully covered by Plasma.
• Monthly wellness budget for activities like gym memberships, therapy, sauna, or massage.
• A beautiful London HQ with gym access and daily lunches.
• All the tools and tech you need to operate at your best.
• Visa sponsorship and relocation support if you are joining the London office from abroad.